Tier 1 IRCC Contact Centres RFP - Government Contact Centre Services (GCCS) – Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)

This requirement is for: Shared Services Canada on behalf of its clients and partners.

This requirement is open only to those supply arrangement holders under Government Contact Centre Services (GCCS) who qualified under the following streams and categories: 

• Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement (SA)

The following SA Holders have been invited to submit a proposal: 

• IBM Canada Limited
• Rogers Communications Canada Inc
• Intermedia.net Inc

Description of the Requirement:

Shared Services Canada has a requirement for:

The Client Support Centre at Immigration, Refugee, Citizenship Canada provides personalized client support for clients seeking immigration information, application status, technical support and other services through three primary channels: telephone (in-Canada only), email (via a webform), and the Ministerial Centre for Members of Parliament and Senators. Live agent telephone support is offered to clients located in Canada, coast to coast, during business hours, and touchtone self-service for general information and simple application status is available through the Interactive Voice Response system 24/7. In-Canada and overseas clients can contact the CSC via email. Specialized support channels and services are also provided by the CSC in response to global events (e.g. Fort McMurray wildfires, Operation Syrian Refugees, air disaster PS752, Lebanon explosion and Afghanistan efforts).

The requirement is to support x1,000 agents currently in-service and the option to obtain up to x5,000 agents. 

The contact centres in scope of this procurement are of medium size and medium complexity depending on the types of features consumed by each contact centre.

SSC has issued a Request for Proposal to suppliers who are qualified under the streams and categories listed above.

Level of Security Requirement:

Resource(s) Minimum Security Level Required is/are: Reliability Status & Secret

Proposed period of contract:

The proposed period of contract shall be for 5 years with 5 additional 1-year option periods.

Applicable Trade Agreements:

Canada-Chile Free Trade Agreement (CCFTA)

Canada-Colombia Free Trade Agreement

Canada-European Union Comprehensive Economic and Trade Agreement(CETA)

Canada-Honduras Free Trade Agreement

Canada-Korea Free Trade Agreement

Canada-Panama Free Trade Agreement

Canada-Peru Free Trade Agreement (CPFTA)

Canadian Free Trade Agreement (CFTA)

World Trade Organization Agreement on Government Procurement (WTO-AGP)

Canada-Ukraine Free Trade Agreement

Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP)

Additional Details:

File Number: BPM015699/A

Contracting Authority: James Graves

Phone Number: 613-668-9563

E-Mail: [email protected]

Solicitation Documents: . Request for Proposal (RFP) documents will be issued via P2P portal directly from the Contracting Authority to the Qualified Supply Arrangement Holders who are being invited to bid on this requirement.

The Government Contact Centre Services (GCCS) Stream 1: Enterprise Contact Centre Services (ECCS) Supply Arrangement is subject to annual refresh cycles. If you wish to find out how you can be a “Qualified SA Holder”, please contact [email protected].